Communication Essentials
Communication
Essential
CMS TTD
GSSCKL
By Firdous Annuar
Confidential – Strictly not for distribution outside Standard Chartered©
Challenges…
Many activities happening in our day to day life demand our attention and
our time, making the allocation of this attention and time a precious
resource.
For this reason people prefer information to be comprehensive rather than
too detailed. The preference is for the complete story in the fewest words
possible.
Expectation from internal/external client towards us
Professionalism
Accuracy
Revert in a timely manner
Care
COMMUNICATION PROCESS
The communication process
Writing Wright
Ability to write with clarity, clear and concise will be
appreciated by the intended recipient who depends
on your input to determine their next course of
action or simply to be well update.
5 C’s in communication
C1: Consistent – Establish and follow standards
C2: Clarity – What it is about
C3: Concise – Keep to the point
C4: Correct – Error free
C5: Courteous – Polite language
Format – Consistency
The formatting of an email is similar to that of a
formal letter. The basic elements remain; there are
three main formatting elements. These are:HEADING – subject matter must cite transactions
reference
BODY – email programs automatically format the body of
email
SIGNATURE BLOCK – to contain all information which
recipient might require
Q: How often should the formal signature block be used in a
correspondence?
Format - Consistency
Format – Opening & Closing Standards
Opening lines: makes reference or says why you write
With reference to …
With regard to ….
Thank you for your enquiry …
We understand the urgency of this matter and have
Closing lines:
Makes reference to the future
Repeat an apology
Offer help
Reiterates relationship
Please advice as necessary
Should you need further information
Should we be able to assist you further
Appreciate your urgent attention
Thank you again for your
Again, our sincere apologies
We look forward to your…reply/further action/advise
Thank you:
Keep you closing tone formal. Say “Thank you”
Never: Thanks, Thanks!, Thanking you, Thanks again, TQ
Style – How to write
Written messages in form of letters, memos and
emails are less formal now as compared to a few
years ago, however the business tone remains
important
The three correspondence styles we will review are the formal, informal and
neutral
Formal
Informal
Use standard business formats and expression
For people you don’t know
For external clients and bosses
Has a personal tone
For friend, colleagues and peers
Can have incomplete sentences
Neutral
For people you do not know well
Does not have personal tone
Uses standard formats
Style – How to write
FORMAL
Dear Madam Kwan
It was my pleasure to have met you
I am writing to thank you
It would be good if you could send us
Yours faithfully
Your email concerning the refund refers
We appreciate if you could kindly
Confirm the account number XXX
NEUTRAL
Dear Kwan
Style – How to write
Tone can be very subjective depending on the reader. Saying “Thanks!” to
some may seem acceptable and to others this may seem to be the opposite.
Exclamation marks indicates a “loud” tone.
The best option is to keep to a neutral style and tone